新零售电商服务质量的顾客忠诚度研究【摘要】随着新零售电商市场竞争的日趋加剧，顾客忠诚成为了新零售电商企业可持续发展的关键因素，忠诚的顾客是企业长期利润的最可靠来源。在如今新零售行业顾客关系管理过程中，顾客忠诚度的发展却遭遇瓶颈，逐渐暴露出 1.快速扩张导致顾客流失 2.顾客维系难度大 3.以顾客为中心的顾客体验定义模糊4.基层社群管理人员服务过程表现欠佳 5.线上顾客往线下引流难的问题与弊端。解决顾客忠诚度提高过程中的问题成为了新零售电商企业改善服务质量的重中之重。本文旨在通过服务质量对顾客忠诚度内涵的探讨以及对新零售企业落实顾客忠诚的重要性分析，探讨顾客忠诚提升中存在的问题，并针对出现的问题提出了相应的顾客忠诚度提升策略。【关键词】“新零售”; 电子商务; 顾客忠诚; 提升策略Research on Customer Loyalty of New Retail E-commerce Service Quality[Abstract] With the increasingly fierce competition in the new retail e-commerce market, customer loyalty has become a key factor for the sustainable development of new retail e-commerce companies. Loyal customers are the most reliable source of long-term profits for companies. In the process of customer relationship management in the new retail industry today, the development of customer loyalty has encountered bottlenecks, gradually revealing 1. Rapid expansion leads to the loss of customers 2. It is difficult to maintain customers 3. The definition of customer-centric customer experience is vague 4. Basic level The service process of the community management staff is not performing well. 5. The problems and disadvantages of online customers are difficult to drain offline. Solving the problems in the process of improving customer loyalty has become a top priority for new retail e-commerce companies to improve service quality. This article aims to discuss the problems in customer loyalty promotion through the discussion of service quality on the connotation of custo...
